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FAQs for Shopping

FAQs about shopping, ordering, shipping, return and refund

Orders
Shipping
Refunds
Guaranteed

Orders

Why did I not receive any confirm email?

If you haven't received an email from Hortory after placing your order, please check your spam, they may be blocked. If still not please contact us. Usually, Hortory will send you a confirmation email after you order. When we ship out, we will send you a second email with tracking number.
How to check the status of an order or package?

We have an advanced online package query system. Regardless of whether you register as our member or not, you will receive an email with an order tracking ID after the package is shipped. You can check the order or package status by email, or click here Track Package.
What should I do if I never receive the package?

Our shipping time usually takes 10-15 days, if you have not received the package after 20 days from the order date, please contact us to investigate the package status.
In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.
What should I do if the shipping address is wrong?

If our warehouse has not yet processed your order, we can change the address for you.
If we have already shipped your order or have sent you a tracking ID email, then we cannot change your address.
Can I edit or cancel my order?

If you wish to edit or cancel an order, please contact us as soon as possible with your order details. If your order has not shipped, we will edit or cancel it for you. We cannot edit this order package if it has already been shipped. For cancellation requests, please submit a refund request to us after you receive the package.
What if my parcel or product is damaged?

If your package is damaged during transportation, please contact us within 3 days after the package is delivered, and attach a photo of the item for us to confirm, once it is confirmed that it is our problem, we will resend the new item for you within 48 hours .
Do I need to register when placing an order?

Depending on your needs, with or without registration you can get a series of e-mail notifications about the order, you will not miss any information. However, we recommend registering as our member for free.
What if the item I receive is not what I ordered?

Don't worry, we will check every order strictly. If it is true that the wrong product was sent due to our mistake, please contact us and attach the product photo, we support refund or resend a new item for you after confirmation.

Shipping

Will I need to pay customs?

No, All orders are currently free of any duties or other fees.
When will my order be shipped?

We process orders between Monday and Saturday. The order will be processed and shipped within 2-3 working days from the date of the order. If you still have not received the tracking confirmation after 5 working days from the date of payment, please contact us.
Do I need to pay for shipping?

No, all of our items are currently exclusive of any shipping and duties.
Which countries do you shipping to?

For most countries around the world, on the checkout page, you can select your country to ship to if it's on the list.

Refunds

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
What if the items I received are defective?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Guarantee

We are proud of our products because we believe they are amazing. However, we know that shopping online can be daunting, especially for the first time, so we will make every effort to ensure that you are 100% satisfied with your purchase.

1% of your order will be donated to the world's poor children's fund!

We have joined the World Children's Poverty Allowance Program. For each order you place, 1% of the amount will be donated to books or charitable funds for vulnerable children in the world who need help the most. Because of you, the world will become warmer.

Shopping Guarantee

Handling / Ship within 1 - 3 days.
United Kingdom 7-10 days delivered.
United States / Worldwide 10-15 days delivered
Return / Fast refund, 100% money back.
Full Refund if you don't receive order.
100% Satisfaction Guaranteed.

Tracking Package

Track order or package status by your email address or order ID

New Inquiry

About order return, refund, wholesale and any other question

Tracking Package

Please use the email address used for purchase or an order ID to track.

Send New Inquiry

Any questions and inquiries will be answered by email within 24 hours.

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Keep in touch

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Service Time:Mon to Sat 9 AM to 6 PM(GMT+8)
Contact information:
Address: Room 913, Chinachem Plaza, 77 Mody Road, Tsim Sha Tsui, HongKong
Phone: +852 52830881